Contact Center Data Engineer II

About the role

The Contact Center Data Engineer II at GEICO is an experienced analytics professional responsible for building reliable data solutions and producing actionable insights. This role involves greater ownership and technical depth compared to the Data Engineer I position, with expectations to lead analysis and influence decisions.

Responsibilities

• Design, develop, test, deploy, and maintain complex data structures, enterprise reports, dashboards, and analytical systems.
• Lead analysis of contact center, IVR, digital, customer, workforce, and system performance data.
• Build and enhance reporting solutions using Power BI, SQL, and related analytics tools.
• Proactively detect operational or system issues by monitoring performance patterns and anomalies.
• Translate complex business needs into technical requirements and scalable reporting solutions.
• Evaluate new data sources, validate data quality, and recommend ways to expand analytics capabilities.
• Assist with the assessment of long-term business intelligence and operational insight opportunities.
• Improve reporting standards, metric definitions, and data governance controls.
• Support and coach less-experienced analysts or engineers by reviewing work and sharing best practices.
• Communicate complex insights clearly to technical and non-technical stakeholders.

Requirements

• 2+ years of experience in business analytics, data analytics, product analytics, operations analytics, or a related analytical role.
• 2+ years of experience querying complex systems using SQL and performing data analysis.
• 2+ years of experience using analytical or programming languages such as Python, R, SAS, .NET, M, or DAX.
• 1+ years of experience using source control, DevOps tools, or collaborative development practices.
• 2+ years of experience developing business intelligence reporting or data visualizations in Power BI, Amazon QuickSight, Tableau, or similar tools.
• BA/BS degree in computer science, statistics, analytics, operations research, economics, mathematics, or a related field.